Nitin Krishnamurthy Email & Phone Number

Bengaluru Area, India

I lead the Service Management competency for India Centers of Excellence at Dell Technologies Managed Services division.My core responsibilities are supporting the India COE delivery capability within IT Service Management space and Service Management delivery modernization helping our customers, DTMS and Dell create more value and opportunity.

Bengaluru Area, India

•Leading a high performing team of IT Service Management professionals from India CoE •ITSM functions include Incident, Problem and Change Management accounting for process governance across Virtustream Cloud Services Organization and Application Managed Services•Customer base has 80+ Accounts including 4 Diamond Engagements•Virtustream provides high availability to mission critical and I/O intensive customer applications hosted on Virtustream Enterprise Cloud •Working with internal technical support teams and partners and vendors like Cisco, VMware, EMC, RedHat, MS, Oracle, SAP to support full suite of managed services which includes Platform and Application managed services •Oversee development of ITIL processes and controls to ensure quality is maintained to meet business objectives.•Establishing operational objectives, strategies and work plans to improve current operations as well as planning for future projects and customer requirements•Responsible for Process Governance, Quality Audits, Process Improvements, Quality Analysis, Total Quality Management.•Driving operational excellence set as a standard and adhering to the standard operating procedures•Requirements elicitation, process design, improvement, development, and implementation. Evaluation of operational and proposed processes against best practice.•Acting on behalf of clients in enterprise process development activities, and the establishment of Service Level Agreements, Service Catalogs, and enterprise processes.•Leading, mentoring & monitoring the performance of team members to ensure efficiency in process operations and meeting of individual & group targets.•Identifying and implementing strategies for building team effectiveness by having a career planning discussion for each individual employee and laying out a plan for its achievement; understanding people concerns to keep a tab on organization health

Bengaluru Area, India

• Functional lead for Global Incident Management Operations.• Review & Monitor Incident metrics for all accounts on a weekly basis to ensure the SLA’s/KPI’s are met.• Maintain consistency across teams in the delivery of services and ensure processes and procedures are implemented and adhered to.• Assist Incident Management teams in rectifying issues and improving service/learning from failures.• Service Level Management and reporting of key performance metrics.• Lead and suggest process improvements and standards across Infrastructure.• Develop and implement process solutions to improve operational efficiency. • Provide training, coaching, and development to the Incident Management team; aligning according to established and desired skills, enabling cross-training whenever possible; managing resourcing levels and seeking to improve utilization while maintaining team morale.• Propose and implement best practices, drive Continual Improvement Plans• Driving P1 bridges end to end, attending Exec RCA review calls with customer, working with support teams in identifying permanent fix to problems, change impact reviews and CAB calls.• Ensure that services provided by the Incident Management team are continually revised and improved to incorporate new delivery methods, practices, and business requirements.• Resourcing and Hiring for the Service Management Team.

Bengaluru Area, India

Major Incident Management• Leading P1 outage / Major Incident bridges to drive it to closure and following up on Root Cause analysis and permanent fix.• Major Incident Communications to customers and internal leadership teams • Ensure technical and hierarchical escalations at appropriate times during resolution efforts• Documented and set up incident and problem management processesProblem Management• Responsible for following up on the Root Cause Analysis for all P1 and P2 outages in the environment.• Updated and led maintenance of KEDB• Trending recurring incidents and initiating root cause investigation invoking Problem Management Process• Performed review with all stakeholders on the status of problem investigations• Obtaining business approvals for the recommended infrastructure/applications solution implementations• Ensuring RFCs were raised to implement the fix identified through Problem Investigation• Hosting RCA review meetings with the customer and discussing RCAs and corrective action itemsChange Management• Managing IT changes through their life cycle from submission to the completion and closure of the change requests. • Ensuring that the requested changes are created & approved before the RFC start time or as per the contractual agreements.• Represent the Changes in the Infrastructure CAB• Raising Flag for high risk and major changes to the service manager and stake holders before they are execution to minimize the risk..• Assessing the priority and impact of all changes for accuracy ensuring consideration to the broadcast environment and protocols is evident.• Ensuring that the effects of changes are monitored using targets and key performance indicators in order to identify successes and areas where further changes need to be made.• Analyzing Post Implementation Reviews (PIR) for required changes, reviewing results from the work carried out and identifying areas of improvement for future implementations.

Bengaluru Area, India

• Incident and Problem Management Subject Matter Expert• Reviewed RCA results, presented to the customer and tracked corrective and preventive actions• Led the Known Error Database (KEDB) initiative to set up and maintain KEDB • Monitored and tracked the progress of the identified problem and proposed solution • Process unresolved incidents through Problem Management Process• Prevent replication of problems across multiple systems• Chair Major Incidents / Outages calls & analyze the RCAs to take the preventive measures to mitigate the risks.• Producing incident SLA reports and review action plans for breached incidents• Identified known / recurring incidents in the environment• Attending Client meetings for getting incidents and RCAs reviewed on daily basis and suggested improvements to internal resolver groups• Worked as Service Deliver Manager for a US Banking Customer whereby handled multiple escalations, worked on trending problem areas in the Infrastructure setup and proposed solutions to the client. Recognized by Senior Leadership for the same

Bengaluru Area, India

• Extensive use and knowledge on CRM tools like Clarify, Seibel, ServiceNow, Remedy and monitoring tools like Netcool and SolarWinds• Handled the backend workflow set up in ServiceNow for email notifications and ticket approval flows for all the teams in Asia Pacific• Maintained clients SLA in terms of call handling, case handling and e-mails and end to end follow-up on the cases.• Mentor the Team on process and technical grounds.• Conducted training for new hires on the Process and CRM Usage as well as for the whole team about process and tools updates• Generated reports on various operational parameters• Created work instructions documents for the requirement of the process• Served as an Auditor for uptime tickets and checked on the achievement of client SLA’s• Back end support Team for ServiceNow

Bachelor Of Engineering (Be), Computer Science

Indian Certificate Of Secondary Education, 10Th

P.U College, Computer Science, Physics, Chemistry, Mathematics